Use > Incident Management > Incident Management user roles

Incident Management user roles

There are specific roles associated with Incident Management. Service Manager uses role-based permissions to enable you to complete a task that is appropriate to your role. System Administrators manage and assign these permissions.

The Incident Management module has the following user roles:

Role Responsibilities
Operator
  • Register incident based on an event and assign to the correct support group.
Incident Analyst
  • Review and accept or reject assigned incidents.
  • Investigate and diagnose the incident.
  • Document incident resolution or workaround in the Service Management application.
  • Implement incident resolution.
  • Verify that the incident is resolved and close the incident.
Incident Coordinator
  • Review and accept or reject incidents assigned to the support group.
  • Handle incidents escalated by an Incident Analyst of the support group.
  • Monitor Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.
Incident Manager
  • Handle incidents escalated by the Incident Coordinator or by the Service Desk Agent.
  • Determine and execute the appropriate escalation actions.
  • Request an Emergency Change if required.
Service Desk Agent
  • Open interactions based on contact with the user
  • Match user interaction to incidents, problems, known errors, or knowledge documents
  • Solve and close interactions
  • Provide status updates to users on request
  • Register incidents based on user interactions and assign them to the correct support group
  • Register requests for change, based on user interactions
  • Register service requests, based on a user interactions
  • Validate solutions provided by support groups
  • Report and verify solution to users
  • Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required
  • Communicate service outages to all users
Service Desk Manager
  • Handle incidents that are categorized as Complaints.

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